Microsoft Customer Engagement Solutions

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2 Microsoft Customer Engagement Solutions Customer engagement Personalized Proactive Predictive

3 MS Dynamics CRM Functional Areas Sales Marketing Customer Care Leads Opportunities Communication Quotation Process Planning Budgeting Marketing Lists Campaigns Tracking Reporting Mass Mailing Cases Contracts Resource Mgmt. Scheduling Knowledge Base

4 Microsoft Dynamics CRM 2016

5 Microsoft Dynamics CRM It is Rich of Out of The Box Features

6 Sales Dashboard

7 Salesforce Automation

8 Organization Overview

9 Roles and Responsibility Security roles can be define to different users to manage data and increase security of sales/service data. Data and roles can be restricted to different users according to their position in organization Business Unit Role-based security User based access Record based security Hierarchy based Field based security

10 Hierarchy Manage and report on your sales data in a way that maps to your business. New hierarchical visualizations and roll-ups bring real-time territory and forecasting data to your fingertips. Visually explore and traverse hierarchies with key information displayed on tiles, launch actions or communications from any node, and query filter records using the under operator Defining hierarchy for different position. Set for different entity like account, users, cases etc. Drill into tiles for sub-accounts to see where the deals are coming from Available on Mobile. User rights can be assigned through hierarchy management

11 Microsoft Dynamics CRM Sales Management 2.0 Lead Management Sales Business Process Marketing Person Sales Person Agency Import Leads Marketing Campaign Sufficient information? 1.0 Sales Team & Territory Management No Yes Internet Marketing Contact Lead Leads New Lead Assign to Sales Rep Lead Qualified? Qualify Convert Lead 5.0 Forecasting & Sales Analytics Update information Run Quick Campaign? Lead Qual. Activity Disqualify Lead Convert Lead Create Account Existing Customer? No No Create Contact Look-up Customer Create Opportunity Quick Campaign (Marketing Management) Disqualified Accounts Contacts Create Account Create Contact 3.0 Opportunity & Order Management

12 Sales Module Account & Contacts Management Leads, Opportunity & Follow-up Management Activity & Alerts Management Competitors Management Quotation Management Sales Order Management Price List Management. Sales Literature Management Goals Creation Activity Assignment.

13 Account & Contact Account & Contact Creation Individual Person details capturing Mass creation of Account & Contacts through excel import Assigning Account/Company to contact Task and appointments can be assigned Longitude and Latitude information can be store to track on map Child account functionality. Multiple address creation with one account

14 Sales Quote and Order Sales quote creation from qualify opportunity with shipping and billing address. Product selection in quote and Price list can be manage according to products Workflow can be set for approval of sales quote Mail merge function to get report of quote. Activate / De-activate current and previous quote. Convert to order from final sales quote. Confirm orders can be created directly also

15 Productivity Boost sales rep productivity with immersive Excel experience, embedded OneNote in CRM, and tracking from Outlook, OWA, Mobile OWA. Social sales Turn social into a sales channel with the ability to generate leads or opportunities from social posts. Mobile sales Deliver seamless user experience across mobile devices. Follow progress against your sales process and visualize your sales data on your tablet and phone. Sales analytics Track and analyze sales performance with mobile apps, live dashboards, additional visualizations, Excel workbooks published to Power BI, and out-of-the-box connectors for Microsoft Dynamics CRM Online.* User interface Increase adoption with improved user experience, including one-click navigation to records and new UI themes. * Available in preview only

16 Mobile-first Microsoft apps

17 Mobile CRM Application Access your Accounts, Leads or Opportunities instantly Offline/Online Mode Custom Entities Dashboard Microsoft provided application Easy to configure with server. Supports on each platform of mobile i.e. Android, IOS and windows

18 Marketing Dashboard

19 Digital Marketing Automation

20 CRM Marketing Module Marketing Campaign Management Marketing Planning & Activity Management Budget v/s Actual Tracking per Campaign shoot for invitation, promotional offers, News Letters and advertisement through Marketing List Social Media Sites integration with MS CRM through customization Outlook Integration Management

21 Global scalable service Managed CRM connector, automated customer driven upgrades Analytics Role based powerbi.com apps for Demand Generation manager, Marketing executive Additional odata APIs marketing enhancements Double opt-in, Configurable subscription center, Flexible deduplication Lead management Enhanced lead scoring, landing page form support in Safari Digital asset management Compounded search, PSD file markup support

22 Marketing Business Process Microsoft Dynamics CRM :Process Flow - Marketing 3.0 Campaign Planning & Creation Opportunity Management (Sales Management) Opportunity Identified Campaign Quick Campaigns Information Request Lead Management (Sales Management) Launch Campaig n Monitor Campaig n Campaign Responses Respone rates satisfactory? Yes Complete Campaign Lead Generation Revise Campaign Continue Running No Request for Offer, Sales or Service Call Order Mgt (Sales Management) Terminate Campaign Sink Response Rates Sales Results 1.0 Marketing Planning & Budgeting Campaign Costs Marketing ROI & other KPIs Feedback To Campaign Planning 5.0 Marketing Information Tracking & Reporting

23 Service Dashboard

24 Service Management

25 Service Business Process Contract Management Case Creation & Complaint Management Service Person Assignment Case Activity Tracking Service Level Agreement Case in Queue. Queue Management Case Resolution & Closure Knowledge base articles

26 Integrated knowledge Empower agents with knowledge integrated into daily service interactions, including the ability to both search and receive automated suggestions. Mobile Deliver the freedom of mobility to agents and supervisors with the full scope of case management on tablets and phones. Multi-lingual service Enable assisted service in local languages with routing based on customer language preference and real-time chat translation. Empower customers with self service in local languages.* Omni-portal Deliver a unified self service experience across multiple brands.* Above the queue insights Enhance insight into portal activities, article consumption and other KPI s.* * With Parature, from Microsoft

27 Social CRM

28 Social Center Collaborate with sales, marketing & service teams & engage with social communities Social CRM Create CRM actions like leads & opportunities from social posts Social analytics Richer data including text mining and cloud visualizations Activity Map Global real-time visibility into social with an interactive visual map User interface Intuitive and easy to use with visual filtering Sentiment analysis Improved sentiment analysis combining natural language processing & machine learning techniques

29 One Platform, Many Applications, It is xrm (x=anything)

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31 Mobile CRM Application Access your Accounts, Leads or Opportunities instantly Offline/Online Mode Custom Entities Dashboard Microsoft provided application Easy to configure with server. Supports on each platform of mobile i.e. Android, IOS and windows

32 Additional Features & Functionality Mobile/iPad Client Custom Dashboards

33 More Features Windows 8 Desktop Application Analytics

34 Integration with Outlook MS Dynamic CRM can easily integrate with Outlook and person can use all features of MS dynamics CRM through outlook. Key Benefit of this integration : View of Contact, account, opportunity and all CRM information for specific client in same location. MS CRM Can be use through Outlook in Online or Offline mode One click Synchronization Convert an Outlook to a sales opportunity that tracks all conversations and data on one system. Review data in just about any format with a single click. Create CRM contacts/leads/accounts in Microsoft Dynamics CRM from s at any time. The user can convert an entire mail into a case or opportunity, or even add connections to new products directly from the inbox. Tracking of which gives provision to convert into case/lead or opportunity

35 Thank You